Frequently Asked Questions
Orders & Payments
Can I order via WhatsApp?
Yes. You are welcome to contact us on WhatsApp for product recommendations, availability checks, gifting advice, or order assistance: +27 79 401 2397.
Can I reserve an item?
We may be able to reserve selected items for a short period. Please contact us directly and we will confirm whether the item can be held, and for how long.
What payment methods do you accept?
We accept secure online payments through our website. In store, we accept card payments and other approved payment methods available at the time of purchase.
Will I receive an order confirmation?
Yes. Once your order has been placed, you will receive an order confirmation by email. Please check your junk or spam folder if you do not see it in your inbox.
Can I change or cancel my order after placing it?
Please contact us as soon as possible if you need to change or cancel your order. If your order has already been processed, packed, or handed over for delivery, we may not be able to make changes.
What happens if an item I ordered is out of stock?
Although we do our best to keep stock levels accurate, occasionally an item may sell out. If this happens, we will contact you as soon as possible to offer a suitable alternative, store credit, or a refund where applicable.
Shipping & Delivery
How long does shipping take?
All in-stock items are usually dispatched within 2 working days once payment has cleared. Delivery times thereafter depend on your location and the courier service available in your area. Major centres are usually delivered sooner, while outlying areas may take a little longer.
How much is shipping?
Shipping is calculated at checkout based on your delivery address and order details. We currently offer free shipping on orders over R1 500.
How do I track my order?
Once your order has been dispatched, you will receive tracking details by email or SMS, depending on the courier service used.
Can I change my delivery address after placing an order?
Please contact us as soon as possible. If your order has not yet been dispatched, we will do our best to update the delivery address.
Do you ship internationally?
At this stage, our online store is set up for delivery within South Africa. Please contact us directly for any special international requests.
Click & Collect
Can I collect my order in store?
Yes. Store collection may be available from Eclectic Gifts in Birdhaven, Johannesburg. Please select the pick up option at checkout, or contact us if you need assistance.
When can I collect my order?
We will let you know once your order is ready for collection. Collection is usually available within 24 hours, but please wait for confirmation before visiting the store.
Gift Wrapping & Gifting
I’m not sure what to buy. Can you help?
Absolutely. We love helping customers choose thoughtful gifts. Contact us with the occasion, your budget, and a little about the recipient, and we will gladly assist. You may also browse our gift guide for inspiration.
Can you create a custom gift box or hamper?
Yes. We can help curate a beautiful gift box or hamper using items from our store, depending on your budget, occasion, and product availability.
Do you offer gift wrapping?
Yes, we offer beautiful gift wrapping where available. You can select this option from our Gift Wrapping page, or contact us for assistance.
Can I include a gift message?
Yes. You may add a personalised gift message at checkout, or contact us after placing your order.
Can you send a gift directly to someone else?
Yes. Simply enter the recipient’s delivery address and contact number at checkout. We will take care to present the parcel beautifully.
Returns & Exchanges
What is your return policy?
We sincerely want you to be happy with your purchase.
For online purchases, you may request a return within 7 days of receiving your order, provided the item is unused, unworn, unaltered, undamaged, in its original packaging, and in a resaleable condition, with all tags attached where applicable.
After the initial 7-day online cooling-off period, we may accept change-of-mind returns up to 30 days from delivery at our discretion. Where accepted, these returns may be processed by digital gift card or store credit.
We do not accept change-of-mind returns after 30 days.
This does not affect your rights under South African consumer protection law if an item is defective, damaged, unsafe, or not as described.
How do I initiate a return or exchange?
Please contact us by email or WhatsApp with your order number, the item you would like to return, and the reason for the return.
Email: info@eclecticgifts.co.za
WhatsApp: +27 79 401 2397
For damaged, defective, or incorrect items, please include clear photographs of the item, the packaging, and the courier label as soon as possible after delivery.
Once your return request has been reviewed, we will confirm whether the item qualifies for return and provide the next steps.
What items are not returnable?
For change-of-mind returns, we cannot accept items that have been used, worn, altered, damaged, marked, washed, perfumed, or returned without their original packaging and tags.
This is especially important for scarves, handbags, accessories, and delicate gift items, as they must be returned in perfect, unused, and resaleable condition.
Custom-made, special-order items, gift cards, and digital vouchers are not returnable unless defective, damaged, or not as described.
Can I return a gift I received?
Yes, provided the item qualifies for return and is unused, unworn, unaltered, undamaged, in its original packaging, and in a resaleable condition, with all tags attached where applicable.
Gift returns are not refunded in cash. If approved, gift returns will be refunded by digital gift card or store credit only.
Please contact us with the order details, gift receipt, or proof of purchase so that we can assist you.
Do you offer cash refunds?
For change-of-mind returns, approved returns are generally processed by digital gift card or store credit. Cash refunds are not provided for gift returns or change-of-mind purchases. This does not affect your rights if an item is defective, damaged, unsafe, or not as described.
Who pays for return shipping?
For change-of-mind returns, the customer is responsible for the direct courier cost of returning the item to us.
If an item is confirmed to be defective, damaged on arrival, incorrect, or not as described, we will cover or reimburse the reasonable return courier cost.
We recommend using a reliable courier service with tracking, as the item remains your responsibility until it reaches us.
Products & Care
How do I care for my purchase?
Care instructions vary depending on the product. Please refer to the product description, packaging, or care label where available. If you are unsure, contact us and we will gladly advise.
Are colours exactly the same as shown online?
We do our best to photograph our products as accurately as possible. However, colours may vary slightly depending on screen settings, lighting, and the natural finish of the item.
Are your products imported?
Many of our products are sourced from carefully selected local and international brands. Product details may vary by item, and we are happy to provide more information where available.
Gift Cards
Do you offer gift cards?
Yes, we offer Eclectic Gifts gift cards. They are a lovely option when you would like the recipient to choose something special for themselves.
How do gift cards work?
Gift cards can be purchased online or in store, depending on availability. The recipient can use the gift card towards their purchase at Eclectic Gifts, subject to the gift card terms.
Can I include a personalised message with my gift card?
Yes. You may include a personalised message with your gift card where available, or contact us and we will assist.
Do gift cards expire?
Gift card validity will be shown on the gift card or in the gift card terms. Please contact us if you need help checking the details.
Can gift cards be refunded?
Gift cards and digital vouchers are not refundable or redeemable for cash.